Social Media Feedback Response Strategies of EARIST (Eulogio "Amang" Rodriguez Institute of Science and Technology): Inputs for Collaborative Plan

Abstract

This study assessed the social media feedback and response strategies of the Eulogio "Amang" Rodriguez Institute of Science and Technology (EARIST) to develop a collaborative plan for enhancing stakeholder engagement. Specifically, it examined the characteristics of social media feedback, institutional response strategies, differences in the perceptions of employees and students, and the factors influencing effective digital communication practices. The study employed a quantitative descriptive-comparative research design using a cross-sectional survey approach. Data were collected through a validated researcher-made questionnaire administered to 112 purposively selected respondents, consisting of 14 employees and 98 students. The data were analyzed using percentage, weighted mean, ranking, and t-test. The findings revealed that EARIST's social media feedback and response strategies were generally effective. Feedback Type, Feedback Reach and Visibility, and Feedback Content Quality were identified as the strongest dimensions, while Action Taken received the lowest assessment, indicating the need to improve the resolution and follow-through of stakeholder concerns. Significant differences were found between the perceptions of employees and students, with students consistently providing more favorable assessments. Time constraints, workload, limited resources, and the availability of trained personnel were identified as the primary factors influencing effective social media feedback management. The study concluded that strengthening feedback resolution processes, establishing a dedicated social media management team, implementing standardized communication policies, providing regular personnel training, and allocating additional resources would enhance institutional communication and stakeholder engagement. The study supports Sustainable Development Goal (SDG) 4: Quality Education by promoting effective communication that enhances stakeholder engagement within educational institutions and SDG 16: Peace, Justice and Strong Institutions by encouraging transparent, responsive, and accountable institutional communication. The findings contribute to institutional sustainability by strengthening digital communication practices, improving stakeholder participation, and supporting responsive governance through effective social media management.